A fair path
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Your consumer rights

Products sold to consumers come with guarantees that cannot be excluded under the Australian Consumer Law. If a product does not meet an applicable consumer guarantee, you may be entitled to a remedy. The appropriate remedy depends on the nature and seriousness of the problem and may include a replacement, refund or another remedy required by law.

Nothing in this policy limits any right or remedy that cannot lawfully be excluded or restricted.

Faulty, damaged, incomplete or incorrect items

Contact us as soon as reasonably possible if your order arrives damaged, appears faulty, is incomplete or contains an item different from the one ordered. Prompt notice helps us preserve evidence and raise any carrier enquiry, but it does not remove rights that apply under law.

Please keep the product and all packaging while the issue is reviewed. We may ask for:

• your order reference and contact details;
• a description of the issue and when it was noticed;
• clear photographs of the product, label, packaging and parcel; and
• any other information reasonably needed to assess the request.

Change-of-mind requests

We are not required to provide a return or refund where you simply change your mind, order the wrong item or no longer want the product. We may consider a change-of-mind request at our discretion where the request is made promptly and the product remains unopened, unused, undamaged, in its original sealed packaging and suitable for resale.

For product integrity and safety reasons, we generally cannot accept a change-of-mind return for an opened, used, altered, improperly stored or compromised product. Approval must be obtained before the item is sent back. Original delivery charges are not refundable for an approved change-of-mind return unless required by law.

How to start a return request

Email hello@blue-fish-566716.hostingersite.com before returning any item. Include the order reference, product name, reason for the request and supporting photographs where relevant.

We will review the information and provide return instructions if a physical return is needed. Sending an item without approval may delay assessment and does not guarantee that the return will be accepted.

Sending an approved item back

Follow the return instructions we provide. Unless the item is being returned because of a confirmed issue for which we are responsible, you must package it securely and use a trackable delivery method. You remain responsible for the parcel until it reaches the nominated return location.

Do not send products to an address found elsewhere or mark a return to sender without contacting us first. The correct return details may depend on the order and assessment pathway.

Assessment, replacements and refunds

We may inspect a returned item and compare it with the order record and information provided. If an applicable consumer guarantee has not been met, we will provide the remedy required by law. For a major problem, the customer may have the right to choose a refund or replacement. For a minor problem, we may choose an appropriate remedy within a reasonable time.

Approved refunds are ordinarily made to the original payment method where practicable. Financial institutions can take additional time to show a processed refund. Replacement availability depends on stock; if an appropriate replacement is unavailable, we will discuss another available remedy.

Return shipping costs and proof of purchase

Where a product is confirmed not to meet an applicable consumer guarantee, we will meet reasonable return costs where required by law. For an approved change-of-mind return, return delivery costs are the customer's responsibility.

We may ask for reasonable proof of purchase, such as an order confirmation, receipt or transaction record. Original packaging can help with assessment, but it is not required where the Australian Consumer Law provides a remedy.

Returns support

Send your request before returning a parcel so the team can provide the correct instructions.